Support Ticket replay

[slims.sirs]

Bonojur,

j ai un problème avec l envoi des email quand je réponds a une ticket

Lorsque lorsque j'ouvre  ou répond à une ticket, le client ne reçoit pas d'email,  sachant qu'il recevra un email s'il a ouvert le ticket

Merci 

[steven99]

For those not reading french, google translate that as the following.  

Quote

I have a problem with sending emails when I reply to a ticket

When when I open or respond to a ticket, the customer does not receive an email, knowing that they will receive an email if they have opened the ticket

Thank you

You will need to look at mail servers logs to see if the mail left the server and if so if it was indicated as accepted at the other side.  Mail not being received can happen for many reasons from anti-spoofing (SPF, dkim, dmarc) to the mail server being on a block list.  Using https://www.mail-tester.com/ to test the mail and find any issues may help as it does find many issues that may not be obvious. 

[slims.sirs]

all emails are sent except emails that notify the customer that their ticket has been answered

 

thank u